Business Wireline Customer Satisfaction Increases—But for Different Reasons, J.D. Power Finds

AT&T Ranks Highest in Large Enterprise Business Segment for Sixth Consecutive Year and Highest in Medium Business Segment; Verizon Ranks Highest in Small Business Segment for Fifth Consecutive Year

From small business to large enterprise, each business wireline segment has different needs from their provider and those needs are increasingly being met, according to the J.D. Power 2023 U.S. Business Wireline Satisfaction Study,^SM released today. Overall satisfaction has increased across all three segments: small business (+30 on a 1,000-point scale), medium business (+14) and large enterprise (+13).

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J.D. Power 2023 U.S. Business Wireline Satisfaction Study (Graphic: Business Wire)

“Business wireline providers have shown they can be nimble and cater to each business segment’s needs,” said Ian Greenblatt, managing director at J.D. Power. “Specifically, we see that small business customers quickly want to be informed of outages, why they were caused and that their provider is on top of it. Medium business customers need efficiency, specifically with access to bill pay on mobile apps and customer service contact. Large enterprise customers are receiving provider communications in their preferred format and although they say receiving fewer communications this year than last, they are just as likely to say the frequency as ‘just right.’ Business customer service cannot be a one-size-fits-all approach; flexibility and resiliency is key to continuing an increase in satisfaction.”

Study Results

In the large enterprise segment, AT&T ranks highest for a sixth consecutive year, with a score of 886. Verizon (880) ranks second.

In the medium business segment, AT&T ranks highest with a score of 861. Verizon (860) ranks second.

In the small business segment, Verizon ranks highest for a fifth consecutive year with a score of 828. AT&T (813) ranks second.

The 2023 U.S. Business Wireline Satisfaction Study is based on responses from 5,141 business customers of data and voice services. The study evaluates business wireline experiences across six factors: performance and reliability; cost of service; communications; sales representatives and account executives; billing; and customer service. The large enterprise segment includes businesses with 500 or more employees; the medium business segment includes businesses with 20 to 499 employees; and the small business segment includes businesses with less than 20 employees. The study was fielded from March through May 2023.

For more information about the U.S. Business Wireline Satisfaction Study, visit https://www.jdpower.com/business/resource/us-business-wireline-satisfaction-study.

See the online press release at http://www.jdpower.com/pr-id/2023068.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

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